1. Consumer Complaints Boards drs. P.F.A. Moerkens MPM, director

2. Characteristics umbrella organisation Characteristics consumer complaints boards Fully electronic Figures Conclusion The Dutch ADR System Contents

3. De Geschillencommissie The Dutch ADR System Characteristics Umbrella Organisation 50 Consumer Complaints Boards Consumer organisations Government Trade and industry

4. The Dutch ADR System Growth 1 april 2011 2005 20001990198019702010

5. 1.Air-conditioning 2.Aviation 3.Building materials 4.Building refinement 5.Bicycles 6.Cable television 7.Car rentals 8.Crèches 9.Dry-cleaning and laundry services 10.Driving schools 11.Electrical goods 12.Electronic communication services 13.Energy and water 14.Energy label 15.(Real-) estate-agency 16.Funeral services 17.Gardening 18.Glass, porcelain and earthenware 19.Grooming industry 20.Handy men and floor companies 21.Health care (e.g. hospitals) 22.Home furnishing 23.Houses, newly built 24.Information service providers 25.Installation technicians The Dutch ADR System Overview 26.Internet shopping 27.Jewellery 28.Legal profession 29.Leisure 30.Moving firms 31.Nursing, normal care and home care 32.Opticians 33.Paintwork, glazing and plasterwork 34.Parquet floorings 35.Pets and domestic animals 36.Post 37.Private health care clinics 38.Private education institutes 39.Public transport 40.Rebuilding 41.Roofing 42.Selling door-to-door 43.Stores for construction supplies/materials 44.Sun screens 45.Taxi transport 46.Telecommunications 47.Textiles and shoes 48.Travel 49.Vehicles 50.Water sports

6. The Dutch ADR System Overview 1.Air-conditioning 2.Aviation 3.Building materials 4.Building refinement 5.Bicycles 6. 7.Car rentals 8.Crèches 9.Dry-cleaning and laundry services 10.Driving schools 11.Electrical goods 12. 13.Energy and water 14.Energy label 15.(Real-) estate-agency 16.Funeral services 17.Gardening 18.Glass, porcelain and earthenware 19.Grooming industry 20.Handy men and floor companies 21.Health care (e.g. hospitals) 22.Home furnishing 23.Houses, newly built 24. 25.Installation technicians 26.Internet shopping 27.Jewellery 28.Legal profession 29.Leisure 30.Moving firms 31.Nursing, normal care and home care 32.Opticians 33.Paintwork, glazing and plasterwork 34.Parquet floorings 35.Pets and domestic animals 36. 37.Private health care clinics 38.Private education institutes 39.Public transport 40.Rebuilding 41.Roofing 42.Selling door-to-door 43.Stores for construction supplies/materials 44.Sun screens 45.Taxi transport 46. 47.Textiles and shoes 48.Travel 49.Vehicles 50.Water sports Cable television Information service providers Electronic communication services Post Telecommunications

7. 26.Internet shopping 27.Jewellery 28.Legal profession 29.Leisure 30.Moving firms 31.Nursing, normal care and home care 32.Opticians 33. 34.Parquet floorings 35.Pets and domestic animals 36.Post 37.Private health care clinics 38.Private education institutes 39.Public transport 40. 41. 42.Selling door-to-door 43. 44. 45.Taxi transport 46.Telecommunications 47.Textiles and shoes 48.Travel 49.Vehicles 50.Water sports 1. 2.Aviation 3. 4. 5.Bicycles 6.Cable television 7.Car rentals 8.Crèches 9.Dry-cleaning and laundry services 10.Driving schools 11.Electrical goods 12.Electronic communication services 13.Energy and water 14.Energy label 15.(Real-) estate-agency 16.Funeral services 17.Gardening 18.Glass, porcelain and earthenware 19.Grooming industry 20. 21.Health care (e.g. hospitals) 22.Home furnishing 23. 24.Information service providers 25. The Dutch ADR System Overview Building materials Building refinement Handy men and floor companies Houses, newly built Air-conditioning Paintwork, glazing and plasterwork Rebuilding Roofing Sun screens Stores for construction supplies/mat. Installation technicians

8. 1.Air-conditioning 2. 3.Building materials 4.Building refinement 5. 6.Cable television 7. 8.Crèches 9.Dry-cleaning and laundry services 10.Driving schools 11.Electrical goods 12.Electronic communication services 13.Energy and water 14.Energy label 15.(Real-) estate-agency 16.Funeral services 17.Gardening 18.Glass, porcelain and earthenware 19.Grooming industry 20.Handy men and floor companies 21.Health care (e.g. hospitals) 22.Home furnishing 23.Houses, newly built 24.Information service providers 25.Installation technicians The Dutch ADR System Overview Aviation Bicycles Car rentals Moving firms Public transport Taxi transport Vehicles 26.Internet shopping 27.Jewellery 28.Legal profession 29.Leisure 30. 31.Nursing, normal care and home care 32.Opticians 33.Paintwork, glazing and plasterwork 34.Parquet floorings 35.Pets and domestic animals 36.Post 37.Private health care clinics 38.Private education institutes 39. 40.Rebuilding 41.Roofing 42.Selling door-to-door 43.Stores for construction supplies/materials 44.Sun screens 45. 46.Telecommunications 47.Textiles and shoes 48.Travel 49. 50.Water sports

9. The Dutch ADR System Overview Leisure Travel Water sports 1.Air-conditioning 2.Aviation 3.Building materials 4.Building refinement 5.Bicycles 6.Cable television 7.Car rentals 8.Crèches 9.Dry-cleaning and laundry services 10.Driving schools 11.Electrical goods 12.Electronic communication services 13.Energy and water 14.Energy label 15.(Real-) estate-agency 16.Funeral services 17.Gardening 18.Glass, porcelain and earthenware 19.Grooming industry 20.Handy men and floor companies 21.Health care (e.g. hospitals) 22.Home furnishing 23.Houses, newly built 24.Information service providers 25.Installation technicians 26.Internet shopping 27.Jewellery 28.Legal profession 29. 30.Moving firms 31.Nursing, normal care and home care 32.Opticians 33.Paintwork, glazing and plasterwork 34.Parquet floorings 35.Pets and domestic animals 36.Post 37.Private health care clinics 38.Private education institutes 39.Public transport 40.Rebuilding 41.Roofing 42.Selling door-to-door 43.Stores for construction supplies/materials 44.Sun screens 45.Taxi transport 46.Telecommunications 47.Textiles and shoes 48. 49.Vehicles 50.

10. The Dutch ADR System Overview Private health care clinics Opticians Nursing, normal care and home care Crèches Health care (e.g. hospitals) 1.Air-conditioning 2.Aviation 3.Building materials 4.Building refinement 5.Bicycles 6.Cable television 7.Car rentals 8. 9.Dry-cleaning and laundry services 10.Driving schools 11.Electrical goods 12.Electronic communication services 13.Energy and water 14.Energy label 15.(Real-) estate-agency 16.Funeral services 17.Gardening 18.Glass, porcelain and earthenware 19.Grooming industry 20.Handy men and floor companies 21. 22.Home furnishing 23.Houses, newly built 24.Information service providers 25.Installation technicians 26.Internet shopping 27.Jewellery 28.Legal profession 29.Leisure 30.Moving firms 31. 32. 33.Paintwork, glazing and plasterwork 34.Parquet floorings 35.Pets and domestic animals 36.Post 37. 38.Private education institutes 39.Public transport 40.Rebuilding 41.Roofing 42.Selling door-to-door 43.Stores for construction supplies/materials 44.Sun screens 45.Taxi transport 46.Telecommunications 47.Textiles and shoes 48.Travel 49.Vehicles 50.Water sports

11. Three independent members Appointed by De Geschillencommissie board -Chairman is nominated by De Geschillencommissie; -One member nominated by consumers’ association; -One member nominated by trade association. Absolutely independant and impartial Recognition by: -Dutch Government: Recognition regulation 1997 (Ministry of Justice) -European Commission: Recommendation of 30 March 1998 (98/257/EG) The Dutch ADR System Characteristics complaints boards

12. Username / password Follow the dispute The Dutch ADR System Electronic system E-De Geschillencommissie Electronic workflow Electronic business index Electronic binding decisions index Electronic feedback trade association Electronically submitting a complaint Impersonal Task driven All participating companies Search engine Uniform line of decisions Orientation in advance Search engine Quality circle

13. Complaints: 10,000 – 11,000 Website: 241,000 visits Call center: 55,500 telephone calls Average duration: 3 – 3.5 months expert report excluded 4 – 4.5 months expert report included The Dutch ADR System Figures

14. Government:InfrastructureFixed amount Business: Handling costsLess cases Less costs Consumer fee: € 25.- - € 125.-That’s it The Dutch ADR System Funding

15. The Dutch ADR System Conclusion 50 Consumer Complaints Boards High quality Trustfull Uniformity Easy accessible Fast Cheap

16. A best practice commitment from government, consumer organisations, trade and industry Consumer Complaints Boards www.degeschillencommissie.nl +31 70 310 53 26